Job Description
Are you an exceptional communicator looking for a rewarding career?
We are expanding our dynamic team in downtown Boston and are seeking a dedicated Call Center Representative to join us on a full-time basis. In this role, you will serve as the primary point of contact for our valued clients, ensuring their inquiries are resolved with speed and empathy.
At Apex Customer Experience Solutions, we pride ourselves on delivering top-tier support. We offer a collaborative environment, comprehensive training, and a competitive benefits package. If you thrive in a fast-paced setting and have a passion for helping others, we want to hear from you.
What You Will Do:
Our ideal candidate will be comfortable managing high volumes of interactions while maintaining a positive, professional demeanor.
Responsibilities
- Handle a high volume of incoming and outbound calls regarding products, services, and billing inquiries.
- Provide accurate information and solutions to resolve customer issues efficiently and effectively.
- Document all customer interactions, comments, and actions in the CRM system accurately and in real-time.
- Identify opportunities to upsell or cross-sell company products based on customer needs.
- Collaborate with team leads and other departments to resolve complex escalations.
- Adhere to all call scripts, quality standards, and company policies at all times.
- Meet daily and weekly performance metrics, including Average Handle Time (AHT) and Customer Satisfaction Score (CSAT).
Qualifications
- High school diploma or GED is required.
- Previous experience in a call center, customer service, or retail environment is preferred but not mandatory (training provided).
- Excellent verbal communication skills with a clear, professional, and friendly tone.
- Proficiency in using computer systems and navigating multiple software applications simultaneously.
- Ability to work flexible shifts, including evenings, weekends, and holidays as required.
- Strong problem-solving skills and the ability to remain calm under pressure.
- Must be authorized to work in the United States.